job description
Are you a tech-savvy professional with a passion for customer experience? Vcustomer Philippines, Inc. is looking for a dedicated IVR Support Specialist to join our dynamic team in Cebu. In this remote-friendly role, you will be the backbone of our automated communication systems, ensuring that every caller experience is seamless, efficient, and professional.
As an IVR Support Specialist, you will play a critical role in troubleshooting, maintaining, and optimizing our Interactive Voice Response systems. If you thrive in a fast-paced environment where your technical problem-solving skills make a tangible difference, we want to hear from you. We offer a supportive culture, opportunities for career advancement, and a workspace where your contributions are truly valued.
Join us in driving excellence in customer service technology. We provide all the necessary tools and training to help you succeed in this pivotal position.
Responsibility
- Configure and maintain IVR call flows to ensure optimal routing and customer experience.
- Monitor system performance and troubleshoot technical issues in real-time.
- Collaborate with cross-functional teams to implement updates and system enhancements.
- Analyze call data and metrics to identify trends and suggest process improvements.
- Perform regular system audits to ensure compliance with quality standards.
- Provide tier-1 technical support for internal teams regarding telephony and IVR navigation.
- Document system changes, updates, and configuration manuals for future reference.
Qualifications
- Proven experience in a technical support, customer service, or IVR administration role.
- Strong understanding of telephony systems, VoIP, and automated call routing processes.
- Exceptional analytical and troubleshooting skills with high attention to detail.
- Excellent verbal and written communication skills in English.
- Ability to work independently in a remote or hybrid setup.
- Proficiency in Microsoft Office Suite and ticketing systems (e.g., Zendesk, Jira).
- Must be based in or near Cebu City with a stable home internet connection.